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Help Desk Specialist - Trilingual Japanese

Montreal, QC · Information Technology


emergiTEL is looking for Help Desk Technical Support Specialist to join a team supporting priority business customers across Canada and internationally from a Montreal.  You'll gather information from customers, troubleshoot technical and account issues, and escalate cases as needed. You have technical troubleshooting experience, strong customer service instincts, and a passion for IT products and services. We want to hear from you. 

The work consists of a wide variety of platforms, technologies, and roles:
  • Google Apps Support
  • Experience with MySQL
  • Familiarity with zone files and MX records
  • Experience with HTML
  • Windows desktop support (all versions)
  • Windows server support (NT4 and up)
  • Network support
  • Basic hardware troubleshooting
Primary drive is to have a front line team that has the ability to perform advanced troubleshooting and diagnostics of issues.  The team will be driven to resolve tickets at first touch.  

  •    Strong troubleshooting/problem solving skills
  •    Ability to prioritize and multitask work  
  •    Ability to perform job functions under stress and pressure
  •    Ability to adapt to new technologies
  •    Experience working on central help desk teams
  •    Strong verbal and written communication skills and analytical skills
  •    Excellent customer service skills
  •    Self-motivated, creative, flexible
  •    Willing to take initiative and be accountable
  •    Commitment to continuous self learning
  •    Commitment to document solutions and knowledge gaps as identified
  •    Experience using and troubleshooting Google Apps issues
  •    Must be willing to work various shifts as assigned in a 24/7 environment
  •    Reliability and regular attendance is essential
  •    Must be trilingual - Japanese
Language Proficiencies:
  • Must possess excellent French and English spoken and written skills
  • Proficiency in Japanese is required
  •    Web technologies
  •    HTML, XML, HTTP protocols
  •    Email management (IMAP, POP3, Exchange)
  •    Desktop Operating systems (Microsoft/Apple)
  •    Hardware
  •    Troubleshooting connectivity and hardware issues   
  •    MySQL
One or more of the following certifications would be an asset
  •    Microsoft MCSE, MCSA, MOS
  •    Cisco CCENT/CCNA
  •    A+
  •    Network+
  •    BA/BS preferred
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